Tracy is a highly proactive customer success leader. She manages a customer support team at her company. Delivering little nuggets of customer happiness everyday is her ultimate goal. Needless to say, she trusts her helpdesk software as much as she trusts her own team.

She gets into office every morning and has a huddle with her team. They discuss important highlights from the previous day and their plan of action for the rest of the day. That’s all she needs from them. For every other detail, she trusts Zoho Support. She loves the automation features and finds them really useful. “You guys really make my day!”, she says, all the time.

Last week, we heard from Tracy. But, she sounded a little serious.

Her company just signed on a big client. This one’s really important for their future. A strong responsibility now rests on her shoulders. Her company has to ensure that this client is thoroughly happy with their service.

She just can’t afford to let any stone unturned. After setting up a new contract, an SLA and some escalation rules, she just moved on with her typical day. They covered everything she needed, with clients previously. This time, she wanted to push a little further. That’s where we came in.

For proactive support, we think support reps have to reach out, sometimes, even if customers/clients don’t respond to an email. We also think that customers/clients need to be handled extra carefully during non-business hours. So, that’s precisely what we recommended her.

Using Zoho Support’s time-based actions, managers like Tracy can now setup alerts when a client hasn’t replied to an important follow-up email for an hour. Or, to send an email when that big client needs support after business hours. The beauty is that these alerts work with your business hours as well as plain calendar hours.

You can try it too! Just setup a time-based action and choose a business hour (or calendar hours). It’s very easy and works sensibly. That’s what we call truly functional software.

Tracy’s really happy with our automations, now, more than ever before. We love her too. After all, people like her really make our lives amazing.